Defy appliances pathetic customer service

Bought a Defy fridge and had some questions. Followed the online process to log a call/query with no response for almost a week. Then sent an email to all branches in SA and there was a response. I was told that I will be contacted to arrange a visit by a technician and I asked if my query can not be answered on mail or telephone. Apparently their process is that a they have to log a call and a technician comes out, doesn’t matter the query. Technician came out unannounced when I was not home and looked at the fridge, said it’s working and left. So I complained and said that my query was not answered and was told that it’s been escalated to the regional manager. Not sure where in the world he is but no contact from defy as yet and don’t know who to speak to. If I had it my way I would throw that fridge out due to pathetic customer service. Defy needs to get with the times and update their online processes and company policies if not they will be left behind in this fast moving world we in!